Description
Delivery & Operations Specialist
Team: Trailhead Training Operations
Location: Bangalore / Hyderabad
Shift: PST (Pacific Standard Time)
About the Role
The Delivery & Operations Specialist is responsible for the operational execution and coordination of
Salesforce training delivery programs. This role serves as a primary operational point of contact for
Learning Credit management, Private Workshop execution, and PST-hour stakeholder support.
The position partners closely with Sales, Customer Success, instructors, and learners to ensure seamless
delivery of training programs, effective utilization of learning offerings, and a consistent, high-quality
customer experience.
Role Summary
This role focuses on end-to-end training operations support, including Learning Credit administration,
workshop coordination, learner enablement, and real-time operational support during PST business
hours. The specialist ensures that training programs are delivered efficiently, accurately, and in alignment
with defined service levels and operational standards.
Key Responsibilities
Learning Credit Operations
● Manage end-to-end Learning Credit operations including account management, EDU code
provisioning, consumption tracking, extension processing, and customer communications
● Support Learning Credit utilization through proactive engagement with Account Executives,
Customer Success Managers, and customers
● Ensure accurate execution of Learning Credit processes in accordance with defined policies and
controls
Private Workshop Coordination
● Support Private Workshop execution from registration through delivery
● Coordinate with instructors, customers, and internal stakeholders to ensure operational readiness
● Manage logistics, communications, scheduling updates, and escalation resolution
● Monitor workshop milestones and ensure timely completion of all operational activities
PST Hour Support & Learner Operations
● Respond to training, Learning Credit, and eLearning-related queries via Slack, case systems, and
● Support learner onboarding, access provisioning, and troubleshooting across learning platforms
● Ensure timely resolution of operational requests in alignment with SLAs
Operational Excellence & Continuous Improvement
● Identify operational gaps and support process improvement initiatives
● Contribute to audits, documentation updates, and standard operating procedures
● Participate in ad-hoc projects and cross-functional initiatives to improve delivery efficiency
Required Qualifications
● 2–4 years of experience in training operations, learning & development coordination, or customer
success operations
● Experience working with Learning Management Systems (Salesforce LMS / Trailhead ecosystem
preferred)
● Familiarity with Salesforce organizational tools and learning operations processes (e.g.,
provisioning, Org management)
● Strong written and verbal communication skills
● Ability to work independently during PST hours in a globally distributed team environment
● Strong organizational skills with the ability to manage multiple priorities and meet SLAs
● High attention to detail with strong problem-solving and analytical skills
Preferred Qualifications
● Experience supporting enterprise learning programs or customer enablement functions
● Exposure to eLearning operations, including learner access and troubleshooting
● Experience working in cross-functional global operations teams
● Proficiency in Microsoft Office tools (Excel, PowerPoint, Word)